JOB PURPOSE/ SUMMARY   

     As a Technical Support Engineer (HP) (Tier II support), you are responsible for proactive and reactive services on devices. In this role, you will coordinate with other technical partners to ensure quick and correct fixes/changes are made to the devices. You will support new installations and decommissioning of out-of-date devices while promoting excellent customer service as a Memory Bank Computers team member!

The function of the TSE is to:

• Provide remote and onsite technical support for internal and external customers.
• Perform triage on inbound customer calls and service requests or escalate customer issues as appropriate and support the Service Manager in providing resolutions to the related issues. 
• Perform Parts Testing and Manufacturer Coordination roles as required and certified.
• Offers after-sales technical support solutions once a product has been sold.
   

KEY RESPONSIBILITIES

EDUCATION/ SKILLS

• Three-five (3-5) years of experience in printer repairs.
• A+ certification.
• Certification as a Printer Technician or equivalent industry experience
• Experience as a Tier II printer support engineer.
• Knowledge of parts and supplies for printers
• Must possess basic networking and technical proficiency in MFPs or printer systems.
• Skills in handling Multi-function Printers or similar devices: 
  Perform General Service, Install maintenance kits, Power Supplies, Rollers, Formatter, DC Controllers,  ADF Assemblies, Install Cables, Print Heads, Motors, Carrier Assemblies, Rollers, and other parts as needed, Fuser Assemblies, and Optical units.
• Strong analytical skills
• A working vehicle